Guest Post: 5 Customer Service Tactics to Increase Sales You Didn’t Know

I am delighted to introduce another new guest blogger to you this week. Naomi Shaw is a stay-at-home mom from Southern California. After being a stay-at-home mom for seven years she works full-time as a freelance writer. She enjoys blogging about mommy tips and DIY crafts providing insight, advice and more! Naomi and I very much hope you [...]

By |2015-04-13T13:22:58+01:00March 13th, 2014|General|2 Comments

Do you love Aldi? What other brands could learn from the Aldi experience

Let me get one thing straight - I do not love Aldi. However, just to confuse you, I can also say that I do not dislike Aldi either. One thing is for sure - millions of UK consumers do love Aldi, including Mrs Golding! In September 2013, Aldi reported a rise in annual revenue of 41% (bringing [...]

By |2015-04-13T13:24:15+01:00January 28th, 2014|Customer retention and loyalty, Retail|16 Comments

What has customer service got to do with me or my firm? Are the ‘professions’ professional enough?

I am often asked where my passion for 'the customer' came from. Where did the motivation to focus my career on helping organisations deliver better customer experiences originate? Well like it or not, we are all the product of our parents. Most of the time that is a wonderful thing - some of the time [...]

By |2015-04-13T13:25:01+01:00December 11th, 2013|CX Professionals, General|3 Comments

What irritates customers most? The top five irritations revealed!

A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of organisations, and was very excited to produce a blog post revealing the 'top five' things we want earlier this month - The research asked 4 further questions: What irritates you most as [...]

Customer Promises – a great thing…if you really mean it!

Thousands of customers of one of the UKs largest utility companies, SSE, received an interesting letter this week. If you are not a customer of SSE, you can read my copy of the letter shown above. I think the letter is interesting because it makes a rather bold statement. It makes a statement that instantly attracted [...]

What do customers really want? The top five most important things revealed

A few weeks ago, I decided to conduct some independent research. I have always been intrigued to know exactly what is most important to us as consumers, and up until now have used my professional experience, personal experiences and gut feel to assess what I thought to be the most important things. Thanks to friends, contacts and [...]

Customer Service or Customer Experience? What exactly does customer experience mean?

I am not the first, and will certainly not be the last professional person to work in and around the 'customer experience' field. There are thousands of customer experience professionals all around the world, and our number is growing at a very steady rate - something the Customer Experience Professionals Association (CXPA - is delighted to [...]

Saving Britain’s High Streets – what can we learn from our European cousins?

The state of Britain's High Streets is a subject I have blogged about in the past - here are three of my most recent posts: I'm not paying to park! Why the British High Street might be struggling (October 2012) - Stop talking and act NOW!! Is it too late for our high streets? (March 2013) - [...]

By |2015-04-13T13:27:41+01:00September 3rd, 2013|Retail, Travel|8 Comments
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